Job Description

Job Summary

Guest Experience Executive is the first and last impression of the restaurant. She is responsible for delivering a warm, polished, and efficient guest arrival experience while managing reservations, walk-ins, table rotation, and guest flow to optimise service quality and revenue.

This role directly impacts:

• Guest satisfaction 
• Table turnover
• Revenue per available seat
• Brand perception 

Guest Experience Executive must reflect the brand’s elegance, discipline, and hospitality standards at all times.

Key Responsibilities

Guest Experience & Brand Representation

• Greet all guests within 10 seconds of arrival with warmth and professionalism
• Escort guests to tables and present menus professionally
• Maintain polished grooming and brand image at all times
• Manage waiting guests courteously during peak hours
• Acknowledge and thank guests upon departure
   

Reservation & Seating Management

• Manage reservations via phone, WhatsApp, or booking platforms
• Optimise table rotation to maximise seat occupancy
• Strategically manage walk-ins vs reservations
• Minimise idle table time
• Coordinate closely with floor team to ensure readiness before seating

Guest Flow & Communication

• Maintain updated seating chart
• Communicate VIP arrivals and special requests to Manager & Service Team
• Monitor dining progress to anticipate table availability
• Support crowd control during peak periods
   

Customer Relations

• Handle basic guest complaints before escalation
• Capture guest preferences and repeat customer data
• Support feedback collection (Google Reviews / in-house survey)
   

Administrative & Operational Duties

• Confirm reservations daily
• Maintain accurate booking records
• Support promotional or event bookings
• Assist in maintaining entrance cleanliness and ambience

Job Requirements

Education & Experience

• Minimum SPM / Diploma preferred
• 4–7 years experience in restaurant / hotel / hospitality front desk
• Experience in premium dining environment is an advantage
   

Skills & Competencies

• Excellent communication skills (Bahasa Melayu & English required; Mandarin advantage)
• Professional appearance and grooming
• Strong organisational skills
• Calm under pressure
• Strong situational awareness
• Basic digital literacy (reservation systems, POS)
   

Personal Traits

• Warm but firm personality
• Confident and presentable
• High discipline and punctuality
• Service-oriented mindset
• Attention to detail
   

WORKING CONDITIONS

• Shift-based schedule
• Weekends & public holidays required
• Long standing hours
   

Skills